Service Delivery Manager
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Key skills for this role
About the Role
Starlink Qatar is seeking a Service Delivery Manager to lead end-to-end delivery of Enterprise ICT Managed Services. The role requires 12+ years in telecom, 5+ years as SDM, and ITIL 4 MP/SL and PMP certifications.
Key Skills for This Role
Responsibilities
- Lead the delivery of Enterprise ICT Managed Services in accordance with contractual SLAs, KPIs, and operational governance frameworks
- Manage end to end Service Delivery, Incident Management, Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI)
- Ensure operational excellence across Network Operations, Service Assurance, Field Operations, and Technical Support functions
- Drive service performance, operational efficiency, customer satisfaction, and continuous improvement initiatives
- Act as the primary escalation point for service delivery and executive customer engagement
- Lead operational governance meetings, service reviews, KPI reporting, risk management, and service improvement programs
- Ensure compliance with ITIL best practices, operational procedures, and service governance standards
- Manage cross functional teams, vendors, and stakeholders to ensure seamless service delivery
Requirements
- Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or related discipline
- Minimum 12 years of experience within the Telecommunications industry with focus on Enterprise ICT Managed Services
- Minimum 5 years of experience as a Service Delivery Manager supporting large scale Telecom Managed Services operations
- Mandatory experience working with a Tier 1 Telecommunications Operator or leading Telecom Managed Services Provider
- Proven experience managing 24x7 Enterprise ICT Managed Services with contractual SLA, KPI, OLA, and governance responsibilities
- Demonstrated expertise in Service Delivery Management, Service Assurance, Incident Management, Major Incident Management, Problem Management, Change Management, Continual Service Improvement, and Customer & Executive Stakeholder Management
- Strong technical understanding of Enterprise ICT technologies including MPLS, SD WAN, Enterprise WAN, Internet Services, Data Centre & Cloud Services, Collaboration Solutions, and Managed Security Services
- Hands on experience with OpenText Service Manager, Oracle Siebel, or equivalent enterprise ITSM platforms
- Strong leadership experience managing multidisciplinary technical and operational teams within a mission critical 24x7 environment
- ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL) certification
- Project Management Professional (PMP) certification
Full Job Posting
Role Summary
- The Service Delivery Manager (SDM) is responsible for leading the end to end delivery of Enterprise ICT Managed Services, ensuring operational excellence, contractual SLA/KPI achievement, customer satisfaction, and continual service improvement within a 24x7 mission critical environment.
- The role is accountable for service governance, service assurance, operational performance, executive stakeholder management, and the leadership of multidisciplinary technical teams.
Key Responsibilities
- Lead the delivery of Enterprise ICT Managed Services in accordance with contractual SLAs, KPIs, and operational governance frameworks.
- Manage end to end Service Delivery, Incident Management, Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI).
- Ensure operational excellence across Network Operations, Service Assurance, Field Operations, and Technical Support functions.
- Drive service performance, operational efficiency, customer satisfaction, and continuous improvement initiatives.
- Act as the primary escalation point for service delivery and executive customer engagement.
- Lead operational governance meetings, service reviews, KPI reporting, risk management, and service improvement programs.
- Ensure compliance with ITIL best practices, operational procedures, and service governance standards.
- Manage cross functional teams, vendors, and stakeholders to ensure seamless service delivery.
Mandatory Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related discipline.
- Minimum 12 years of experience within the Telecommunications industry, with a strong focus on Enterprise ICT Managed Services.
- Minimum 5 years of experience as a Service Delivery Manager supporting large scale Telecom Managed Services operations.
- Mandatory experience working with a Tier 1 Telecommunications Operator or a leading Telecom Managed Services Provider.
- Proven experience managing 24x7 Enterprise ICT Managed Services with contractual SLA, KPI, OLA, and governance responsibilities.
- Demonstrated expertise in Service Delivery Management, Service Assurance, Incident Management, Major Incident Management, Problem Management, Change Management, Continual Service Improvement (CSI), and Customer & Executive Stakeholder Management.
- Strong technical understanding of Enterprise ICT technologies, including: MPLS, SD WAN, Enterprise WAN, Internet Services, Data Centre & Cloud Services, Collaboration Solutions, and Managed Security Services.
- Hands on experience with OpenText Service Manager, Oracle Siebel, or equivalent enterprise ITSM platforms.
- Strong leadership experience managing multidisciplinary technical and operational teams within a mission critical 24x7 environment.
Mandatory Certifications
- ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
- Project Management Professional (PMP) certification.
How to Apply
- Applicants must combine their CV and copies of all certifications (ITIL 4 MP/SL, PMP, and any other relevant certifications) into a SINGLE PDF file and upload it as their resume/CV attachment.
- Applications without certification copies attached to the CV may not be considered.
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